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  • 1.  Agent metrics adjustable?

    Posted 01-31-2019 17:59
    No replies, thread closed.
    Is it possible for an administrator to adjust Agent Metric results?

    We had an incident yesterday whereby agents were affected by a system related issue. This prevented agents from wrapping up their calls within the allocated time limit and they were only able to attend to those interactions when they logged in today. This has now massively increansed their ACW for the today.

    Is there any intervention and admin/manager an do to make an adjustment to the ACW of an agent, as overall for the month this will be impacted?
    The agent had 3 inbound calls which exceed 30mins each crossing over into the following day when it populated with each of these calls requesting a wrap up from the inbound transaction


    #Reporting/Analytics
    #Routing(ACD/IVR)
    #Unsure/Other

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    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
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  • 2.  RE: Agent metrics adjustable?

    Posted 02-01-2019 09:16
    No replies, thread closed.
    The only way I can think of would be to export to CSV and manipulate the results in Excel, then create a report from the modified spreadsheet.

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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    Original Message


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